Part of the Marketing/Digital Channels team, she took part in the Shielding Squad for the TV and Broadband customer base, analyzing the customer profile, de-positioning the customer base, as well as doing a 'From_To' of these VS complaints, Churn, etc., triggering projects involving offers, processes, the customer journey and new technologies, resulting in a 16% improvement in the Churn/6 month indicator.Key activities:+ Development of strategic marketing planning+ Analysis of the TV and Broadband customer base, with a view to repositioning customers+ Creation of criteria for understanding dispositioned customers+ Structuring new segmentations, tests and approvals for Call Center contact+ Monitoring the revenue generated before and after the changes, avoiding losses+ Interfacing with IT to ensure the applicability of each of the business rules+ Developing mailings for contact by the Call Center, carrying out transactions+ Participation in the customer relationship ruler+ SWAP of this project for the TV product, creating databases, rules, etc+ Commercial support for the projects and operations team+ Presenting results to executive leadership

Responsible for analyzing the Churn Option Indicator of the company's SP Regional Office, monitoring results, reasons for cancellations, customer profile, etc., triggering strategic projects involving the entire company structure, reducing the indicator by 90% on one of the fronts.Key activities:+ Analysis of the VS Churn customer base in the SP region+ Breaking down the cancellation base by customer profile, offer, channel, region, etc+ Looking at the reasons for cancellation, making a parallel with the entire relationship journey+ Review of all the company's processes, proposing new models of action;+ Creation of new contact mailings, segmenting commercial offers/Speech+ A particular focus on repeat cancellation requests+ Monitoring the daily performance of the Churn indicator, acting on deviations/needs+ Support for the business team+ Presenting results to leadership

Responsible for managing large B2B accounts, analyzing needs, negotiating contracts, and ensuring the delivery of each of the projects sold for customer service operations, guaranteeing an efficient operational journey, and aligned with the processes/contracts closed with customers, with emphasis on the operation of Alelo Cartões.Key activities:+ Strategic and commercial planning, with a focus on prospecting/account management+ Relationship with B2B clients, analyzing needs VS structuring operations projects+ Management of the contract signed with Alelo clients, with ~R$ 6MM/month+ Structuring the operation, indicators, processes and people+ Monitoring operational performance, giving updates to clients+ Negotiating/renegotiating contracts with clients+ Managing strategic projects for the operation, such as integrating the SFA with the company's Dialer+ Presenting results to company leadership and clients+ Leadership of 120 people

Responsible for Claro Brasil's Billing operation (B2B and B2C) with +200 service positions, leading fronts for processes, people, systems and Performance, balancing the interests of the company and the customer, always focusing on the customer and their service journey.Key activities:+ Strategic planning of the operation+ Definition of business indicators, managing all performance+ Analysis of calls, reasons for contacts and results of interactions+ Strategic project management, leading 100% of activities+ Process mapping/review, with a focus on continuous improvement+ Quality of service management, focused on the customer journey+ Interfacing with all the company's strategic areas and with the Claro client+ Presenting results to the entire leadership/customer

Responsible for the performance strategy of partner service operations to combat churn, from the customer base in this life cycle, potential new business, offer strategy and possible portfolio adjustments, to the structuring/implementation of operations in various regions of Brazil, development of goals, processes, etc., with ~3,000 PAs.Looking at the company's largest operation at Tivit in São José dos Campos, but also at deployments at AeC (Mossoró), Datametrica (Jaboatão dos Guararapes), AlmavivA (Juiz de Fora), among others.He also worked on structuring/managing strategic projects linked to operations.